Terms of Service

1. Who we are

Brand eSense operates an online marketplace that connects customers with independent vendors (“makers”) based in the United Arab Emirates. We are a marketplace and order-management platform: we curate the makers, take the order, review it, and route it to the maker who fulfils it.

Where a product is made, personalised or dispatched by a maker, that maker is the seller of record for the goods. Brand eSense remains responsible for the platform, the checkout, and the service standards set out in these terms.

2. Accounts

You must provide accurate details when creating an account and keep your credentials secure. You are responsible for activity carried out under your account.

We may suspend or close an account that is used for fraud, abuse of our staff or makers, repeated chargebacks, or any breach of these terms.

3. Orders and acceptance

Placing an order is an offer to buy. It is not accepted until our team has reviewed it and assigned it to a maker; you will receive an approval email at that point.

We may decline or cancel an order where an item is unavailable, where the price or description was materially wrong, where delivery to the address is not possible, or where we suspect fraud. If we cancel, you are refunded in full.

Every order passes through our review step. This exists so that personalisation details, delivery windows and stock are checked by a person before a maker begins work.

4. Prices, VAT and payment

All prices are shown in UAE dirhams (AED). Value Added Tax is applied at the prevailing UAE rate and is shown as a separate line at checkout.

Delivery fees are shown before payment and may be waived above the threshold displayed in your cart.

We accept card payments and, where enabled, cash on delivery. Card details are handled by our payment processor; Brand eSense does not store full card numbers.

5. Personalised items

Personalised, engraved or made-to-order items are produced to the text you supply. Please check spelling carefully — we reproduce exactly what is entered.

Personalised items cannot be returned or exchanged unless they are faulty or differ from what you ordered.

6. Delivery

Delivery estimates are given in working days and begin once an order is approved and accepted by the maker. Scheduled gift slots are best-effort windows, not guarantees.

Someone must be available to receive the delivery at the address given. Where a delivery fails because nobody is available, a redelivery fee may apply.

7. Reviews and content

Reviews may be left after delivery and are moderated before publication. We remove reviews that are abusive, defamatory, contain personal data, or are not based on a genuine purchase.

By submitting a review you grant Brand eSense a non-exclusive licence to display it on the platform.

8. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, or for fraud.

Subject to that, our total liability in connection with an order is limited to the amount paid for that order.

9. Governing law

These terms are governed by the laws of the United Arab Emirates and, where applicable, the Emirate of Dubai. Disputes are subject to the exclusive jurisdiction of the courts of Dubai.